首页
外语
计算机
考研
公务员
职业资格
财经
工程
司法
医学
专升本
自考
实用职业技能
登录
外语
You will hear five short recordings. For each recording, decide what way of resolving customer service complaints the speake
You will hear five short recordings. For each recording, decide what way of resolving customer service complaints the speake
admin
2015-02-26
39
问题
You will hear five short recordings.
For each recording, decide what way of resolving customer service complaints the speaker is recommending.
Write one letter(A-H)next to the number of the recording.
Do not use any letter more than once.
After you have listened once, replay the recordings.
A prepare for a replacement
B mind the manner all the time
C propose well-prepared solutions
D establish regulations
E ask for suggestions from customers
F offer permissions for the private surveys
G listen to the customers and ask more
H establish a professional department
______
You will hear five short recordings.
For each recording, decide what way of resolving customer service complaints the speaker is recommending.
Write one letter(A-H)next to the number of the recording.
Do not use any letter more than once.
After you have listened once, replay the recordings.
You have 15 seconds to read the list A-H.
[pause]
Now listen, and decide what way of resolving customer service complaints the speaker is recommending.
[pause]
Thirteen
Woman: I always listen to what the customer says and ask for as many details as possible. And I try to establish whether the problem has to do with service or problems with the product offered. I make sure that I can reassure the client and I always do everything in my power to solve the situation and then try to find a solution while the customer is still on the line rather than promising to call back.
[pause]
Fourteen
Man: Personally, it is of great importance for me to be ready to offer a solution long before the client requests one. This will put the company in the winning position, as it will confer the image of being proactive and ready to please the customer. In most cases, I can offer a solution that will please the customer, even if the offer is less than what was originally expected.
[pause]
Fifteen
Woman: In my company, we have a policy in place. Based on that, I can make sure how far I can go to resolve customer service complaints. In some cases, the customer just needs an apology and an offer of help will suffice, while other problems will require a refund, a replacement product or some other kind of practical help.
[pause]
Sixteen
Man: Well, as for me, I try to establish a special department to resolve customer complaints. My way to deal with customer complaints effectively is to have experts in place to take care of the cause of the distress and to be able to deal with consumers directly. It can be carried out via phone, email or letters.
[pause]
Seventeen
Woman: My experience is that no matter what happens, I should always be polite. If a customer walks in to present a complaint, I always set time aside to listen. If a customer calls with a complaint, I try to set the tone of the call in order to be able to resolve the problem effectively. You know, a customer who calls with a complaint is usually upset and impatient, so I need to be patient and polite.
[pause]
Now listen to the recordings again.
[pause]
选项
答案
D
解析
解题的关键信息句是:第一处:…we have a policy in place.第二处:Based on that,I can makesure how far I can go to resolve customer service complaints.这两处可以帮助考生理解这位说话者的建议是设立规章,处理投诉的时候能知道理赔的具体额度。
转载请注明原文地址:https://kaotiyun.com/show/yOzO777K
本试题收录于:
BEC中级听力题库BEC商务英语分类
0
BEC中级听力
BEC商务英语
相关试题推荐
Whatarethespecifictraits【C1】______willassistexecutivestoclimbtheladderofsuccess?Opinionsvarywidely.Givenapp
Let’sassumethatyou,personC,whoaregoingtointerviewortalk【S1】______topersonAorB,andlet’sassumetha
Betweennowand2005,【C1】______serviceswillbecomecommonplace.Businessandeconomy-ties?Webserviceswillbeintroduced;a
Taxoffices【C1】______examplewilltaxallfundsassoonastheyrun【C2】______alocalbankaccount.Theauthoritiesther
Taxoffices【C1】______examplewilltaxallfundsassoonastheyrun【C2】______alocalbankaccount.Theauthoritiesther
•Readthearticleabouthowtohandletrickquestionsinajobinterview.•Foreachquestion31--40,writeonewordinCAPITAL
A.It’sofficial:theheydayoftheDVDisover.WaltDisneyCEORobertA.lgerrecentlyimpliedasmuchinananalysts’call—t
•RoadthearticleabouttheEuropeanMonetaryUnionandthequestionsbelow.•Foreachquestion15—20,markoneletter(A,B,
HiringaNewEmployeeYourcompanyhasdecidedtohireanewemployeeforyourdepartment.Youhavebeenaskedtoberesponsible
随机试题
上消化道出血可单纯表现为呕血或黑便,也可两者兼有,这取决于
以下关于氧气供气系统叙述正确的为()。
下列基础中不属于深基础的是:
债券筹资的优点包括()。
当个人贷款业务银行问竞争十分激烈时,当地的收入房价比又远低于全国平均水平,有位个人VIP客户提出可在银行购买适量基金和保险产品,但二套房贷款利率优惠至基准利率,银行客户经理可同意受理。()
质量委员会的基本职责是()质量改进工作并使其制度化。
学生发展的可能性和可塑性转变为现实的条件是()
试述教师备课的基本内容。
信息安全包括物理安全,安全控制和【 】。
进了海滨浴场,大海一下子呈(1)在我们面前。大海真美呀!远远望去,浩荡的海水无边无际,几(2)分不清哪里是水哪里是天,白色的海(3)齐刷刷地扑向海滩,一批(4)失了,又过来一批……辽阔的沙滩被冲得像溜冰场一样平整、光滑;沙滩上,穿着各色
最新回复
(
0
)